KB : Customizing the chat digest email template

Owned by Avinash Bhagawati
Nov 21, 2023

Sometimes customers can ask if it's possible to customize the contents of the automated digest email that is sent to inactive chat users. The answer is yes, although this is unsupported. We have an open user story to allow this directly:  SC-512 - Getting issue details... STATUS . In the meantime, there is a workaround! (smile) 

Basically, the underlying template must be edited inside the add-on .jar file. Files with the .jar extension can be easily opened and extrated (and later re-compressed) using a compressed files archiver. Once the .jar file is extracted, the following file must be edited:

templates/vm/com/spartez/support-chat/email/digest.vm

This is a Velocity Manager template. Velocity is a Java-based template engine used in Jira to create and render documents in a specific format. The customer will have to edit this .vm file according to their needs and then re-upload the .jar file with the modified contents to their Jira instance.